I want a refund!! How do I go about this?

[Riachalder]

Hi,

I had a Nest Learning Thermostat installed several months ago in the UK to try to save on energy bills but the whole thing has been useless. Various issues including: 

- The hearing comes on randomly when not scheduled to do so and when it is warm inside the house, but yet the app shows no history of this whatsoever

- The thermostat reads about 5-10 degrees hotter than the room actually is

- The home away assist frequently gets it wrong as to whether we are in or not, despite the settings being correct.

I have, in short, had enough. I have persisted and tried long enough and wasted too much time and money on it. How do I go about returning it for a refund but importantly also getting them to cover the installation cost which was about £100?

Thanks

[Frustratedddd]

I have just found this post from you also.

You are in a very strong position here in the UK for a repair or if not possible a repair a replacement, if the thermostat is not working correctly. A refund a little more tricky, but that depends where you purchased it from, and how long ago.

Where did you buy the thermostat from?

Who installed it?

When did you purchase?

[Riachalder]

@Frustratedddd I bought it from the Google store off Amazon about 3 months ago. A heating engineer installed it. 

[Anonymous]

You have to go back to that store and ask for a refund.

[Frustratedddd]

OK, well in that case you have more of a tricky situation!

UK 2015 consumer law states, Satisfactory Quality, Fit for purpose, and Last a reasonable length of time.

Should you have had the thermostat fitted AND supplied by the installer, then ALL of the responsibility lies on them. That would then cover you for about 5 years plus, under UK consumer law. Reason being, the cost of the item should last for a reasonable length of time. However, as you purchased the thermostat yourself, then the install cost is not the fault of the seller who you purchased it from.

Your rights for a refund is with the retailer, not the manufacturer, yours is a little more tricky, as it's Google anyway!!

However again!! SHOULD Google be reading this, then they MIGHT say...''Tell you what - we will replace the item and get it reinstalled at our cost'',

However yet again, should you demand a refund, then you really have no chance under the law, only under the kindness of the retailer. their responsibilty is to repair or replace. You could take it back to the retailer and say, you think it's faulty, but make sure the installer has fitted the thermostat correctly first.

The manufacturer has nothing to do with refunds or anything really. Google do offer a 2 year warranty, you might strike lucky.

This by the way, covers us in the UK for ANY appliance or item you purchase.

I hope that makes sense.